Lead, Service Management

People Management: You will deliver success through team empowerment and accountability by practicing management excellence principles like model, coach, care. You will enable the individuals on your team to operate in the service delivery details by helping unblock, make connections, facilitate, address escalations, support team and individual growth. Manage resolution of highly sensitive, political, visible, and reputational issues and act as a primary contact for escalated issues and build strategic cross-functional relationships to resolve systematic customer issues and provide coaching and mentorship to Support Escalation Managers. Supports the Service Managers as they maintain and develop relationships with various internal and external teams to resolve customer issues. Collaborates with engineering teams and/or operations teams to identify the right resources by escalation. Ensures existing processes are not a blocker to customer issue resolution and acts as a key player during process improvement efforts. Manages customer and field expectations around issue response and represents the company independently from a position of escalation / seniority. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Participates and drives relationships with outsource vendors to resolve issues and foster positive cultural and behavioural changes. Master's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience; OR Bachelor's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience; OR 9+ years technology industry, customer service, or related experience; OR equivalent experience Demonstrable experience leading teams in a customer-facing technology environment Proven track record of building and executing leadership of high-performing teams of senior customer colleagues. ITIL or similar Service Management Accreditation at Practitioner level or higher. Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals). Project management experience.